Refund Policy

1. Overview

Ulisha Store is operated by Ulisha Limited and is committed to ensuring customer satisfaction. This Refund Policy outlines the conditions under which refunds, returns, and replacements are available to customers in accordance with the Federal Competition and Consumer Protection Act (FCCPA) 2018 and the Consumer Protection Council (CPC) Act of Nigeria.

We encourage you to carefully review product descriptions and specifications before completing a purchase. By placing an order, you acknowledge and agree to this Refund Policy.

2. Your Consumer Rights

Under the FCCPA 2018, you are entitled to:

• Receive goods that match their advertised description and are of acceptable quality.
• Be fully informed of the price, terms, and conditions before purchase.
• Seek a remedy (refund, repair, or replacement) for goods that are defective, damaged, or materially misrepresented.
• Lodge a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC) if your complaint is not resolved satisfactorily.

3. Eligible Refund Situations

A refund or replacement may be requested under the following circumstances:

• Defective or Damaged Goods — item received is broken, non-functional, or damaged in transit.
• Wrong Item Delivered — you received a product different from what was ordered.
• Item Not Delivered — the order was marked as delivered but was not received, confirmed after investigation with our logistics partner.
• Significant Misdescription — the product materially differs from its listing description or images in a way not caused by natural colour variation.
• Duplicate Payment — you were charged more than once for the same order.

4. Non-Refundable Situations

Refunds will not be granted in the following circumstances:

• Change of mind after a successful order has been dispatched.
• Damage caused by the customer through misuse, negligence, or improper handling.
• Items that have been used, washed, or altered after delivery.
• Perishable goods or consumables that have been opened.
• Digital or downloadable products once access has been granted.
• Orders where the return request is made beyond the eligible timeframe (see Section 5).

5. Return & Refund Timeframe

To be eligible for a refund or return, you must notify us within the following periods after confirmed delivery:

6. How to Request a Refund

To initiate a refund or return request, follow these steps:

1. Contact our support team at [email protected] or call +234 (0) 706 043 8205.
2. Provide your order number, a description of the issue, and supporting photos or videos where applicable.
3. Our team will review your request within 3 business days and communicate next steps.
4. If your return is approved, we will provide a return shipping address or arrange collection depending on the nature of the issue.
5. Once the returned item is received and inspected (if applicable), your refund will be processed within 5–10 business days.

7. Refund Method

Approved refunds will be processed to the original payment method used during checkout:

• Card Payments — refunded to the original card within 5–10 business days, subject to your bank's processing time.
• Bank Transfer / Direct Debit — refunded to the originating bank account within 5–7 business days.
• Wallet / Store Credit — credited to your Ulisha Store account balance immediately upon approval, if agreed.

Ulisha Store is not responsible for delays caused by your bank or payment provider's internal processing timelines.

8. Return Shipping

Where a return is required, the cost of return shipping will be covered by Ulisha Store for eligible cases (defective, wrong item, or misdescribed goods). For cases not attributable to our error, the customer bears the cost of return shipping unless otherwise agreed.

9. Vendor Responsibility

Approved vendors on Ulisha Store are responsible for the accuracy of their product listings and the quality of goods dispatched. Vendors may be held accountable for costs arising from defective goods or misdescriptions, in line with our Vendor Agreement. Repeated violations may result in suspension of vendor accounts.

10. Dispute Escalation

If you are dissatisfied with the outcome of a refund request, you may escalate your complaint to:

• Federal Competition and Consumer Protection Commission (FCCPC) — fccpc.gov.ng
• Consumer Protection Council (CPC) of Nigeria

11. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the platform after changes are published constitutes acceptance.